| Ders Adı | Kodu | Yarıyıl | T+U Saat | Kredi | AKTS |
|---|---|---|---|---|---|
| Customer Relatıons Management | PAP 214 | 4 | 2 + 1 | 3 | 4 |
| Ön Koşul Dersleri | |
| Önerilen Seçmeli Dersler | |
| Dersin Dili | Türkçe |
| Dersin Seviyesi | Ön Lisans |
| Dersin Türü | Zorunlu |
| Dersin Koordinatörü | Öğr.Gör. FATİH ALBAYRAK |
| Dersi Verenler | Doç.Dr. AHMET ÇAĞATAY ÇİLİNGİR, |
| Dersin Yardımcıları | |
| Dersin Kategorisi | Diğer |
| Dersin Amacı | To train individuals who know customer requirements and needs, to be able to perform Customer Relationship Management process, to know customer classification, Customer Value Management |
| Dersin İçeriği | Customer Relationship Management process, customer requirements and needs, types of customers, customer value management, loyalty and satisfaction programs, customer complaint management. |
| # | Ders Öğrenme Çıktıları | Öğretim Yöntemleri | Ölçme Yöntemleri |
|---|---|---|---|
| 1 | Organize Customer Relation Management process | Lecture, Self Study, Question-Answer, Discussion, | Testing, Homework, |
| 2 | Categorize consumer behaviours and types of Customers | Discussion, Self Study, Question-Answer, Lecture, | Testing, Homework, |
| 3 | Describe Customer Retention and regaining programs | Lecture, Question-Answer, Self Study, Discussion, | Testing, Homework, |
| 4 | Recognize Customer Value Management process | Discussion, Question-Answer, Lecture, Self Study, | Homework, Testing, |
| 5 | Explain Active and passive Loyalty programs | Self Study, Lecture, Question-Answer, Discussion, | Testing, Homework, |
| 6 | Express customer complaint management | Discussion, Question-Answer, Lecture, Self Study, | Testing, Homework, |
| 7 | Recognize and select convenient information technologies for CRM | Lecture, Self Study, Question-Answer, Discussion, | Testing, Homework, |
| 8 | Criticize CRM | Discussion, Self Study, Question-Answer, Lecture, | Homework, Testing, |
| Hafta | Ders Konuları | Ön Hazırlık |
|---|---|---|
| 1 | Introduction to Customer Relationship Management | |
| 2 | Relational marketing approach | |
| 3 | Customer concept, requirements and needs | |
| 4 | Economy of Customer Relationship Management | |
| 5 | CRM components | |
| 6 | Types of relationship | |
| 7 | Customer retention | |
| 8 | Customer complaint management | |
| 9 | Customer pyramid | |
| 10 | Customer Value Management | |
| 11 | CRM Measurement | |
| 12 | Evaluation of CRM techology and systems | |
| 13 | Reasons of failure on CRM | |
| 14 | Future of CRM |
| Kaynaklar | |
|---|---|
| Ders Notu | |
| Ders Kaynakları | |
| Sıra | Program Çıktıları | Katkı Düzeyi | |||||
|---|---|---|---|---|---|---|---|
| 1 | 2 | 3 | 4 | 5 | |||
| # | Ders Öğrenme Çıktılarının Program Çıktılarına Katkısı |
|---|---|
| 1 | Organize Customer Relation Management process |
| 2 | Categorize consumer behaviours and types of Customers |
| 3 | Describe Customer Retention and regaining programs |
| 4 | Recognize Customer Value Management process |
| 5 | Explain Active and passive Loyalty programs |
| 6 | Express customer complaint management |
| 7 | Recognize and select convenient information technologies for CRM |
| 8 | Criticize CRM |
| Değerlendirme Sistemi | |
|---|---|
| Yarıyıl Çalışmaları | Katkı Oranı |
| 1. Ara Sınav | 50 |
| 1. Kısa Sınav | 15 |
| 1. Ödev | 20 |
| 2. Kısa Sınav | 15 |
| Toplam | 100 |
| 1. Yıl İçinin Başarıya | 20 |
| 1. Final | 80 |
| Toplam | 100 |
| AKTS - İş Yükü Etkinlik | Sayı | Süre (Saat) | Toplam İş Yükü (Saat) |
|---|---|---|---|
| Course Duration (Including the exam week: 16x Total course hours) | 16 | 3 | 48 |
| Hours for off-the-classroom study (Pre-study, practice) | 16 | 2 | 32 |
| Mid-terms | 1 | 10 | 10 |
| Quiz | 2 | 5 | 10 |
| Assignment | 1 | 10 | 10 |
| Final examination | 1 | 10 | 10 |
| Toplam İş Yükü | 120 | ||
| Toplam İş Yükü / 25 (Saat) | 4,8 | ||
| dersAKTSKredisi | 4 | ||